Create an account Home  ·  Topics  ·  Downloads  ·  Your Account  ·  Submit News  ·  Top 10  
· Home
· Content
· Feedback
· News
· Search
· Statistics
· Surveys
· Top
· Topics
· Web Links
· Your_Account


The five ITIL books can be obtained directly from the publisher's website:

Or as downloadable PDFs: HERE

Current Membership

Latest: RobertDoB
New Today: 9
New Yesterday: 59
Overall: 236310

People Online:
Visitors: 175
Members: 0
Total: 175



Don't have an account yet? You can create one. As a registered user you have some advantages like theme manager, comments configuration and post comments with your name.

Related Resources

Service related resources
Service Level Agreement

How to set up
IT Change Management
Process Info-Graphic

NOTE: ITIL is a registered trademark of OGC. This portal is totally independent and is in no way related to them. See our Feedback Page for more information.


Select Interface Language:

Please contact us via the feedback page to discuss advertising rates.

The Itil Community Forum: Forums

ITIL :: View topic - Root Cause in IM - what if customer fault?
 Forum FAQForum FAQ   SearchSearch   UsergroupsUsergroups   ProfileProfile   Log in to check your private messagesLog in to check your private messages   Log inLog in 

Root Cause in IM - what if customer fault?

Post new topic   Reply to topic    ITIL Forum Index -> ITIL Discussion
View previous topic :: View next topic  
Author Message

Joined: Nov 21, 2017
Posts: 1

PostPosted: Wed Nov 22, 2017 6:09 am    Post subject: Root Cause in IM - what if customer fault? Reply with quote

I work in a company that develops and sells sofware. We have a technical support team that handles incidents that customers report because they believe are due to our software. We have also a development team that handles problem reports when a software error must be fixed.

Usually, the technical support restores the service to the customer and then, when they believe the root cause of the incident is due to a software defect, they close the incident to open a problem, that is then assigned to development.

However, an incident may also be due to a customer fault.
In general, our customers want always to know the root cause of the incidents they report. The root cause may be related to our software or to their fault.
It is not clear to me what the technical support should do, after service restoration. Should they do an analysis within the incident to understand if the incident was due to the customer or to the software? And then, in this case, if they found a software defect or believe it's a software defect, open a problem? Or should they open a problem to do the analysis and assign the problem to themselves?

Does anyone of you have experience on this scenario? Suggestions are welcome.

Thanks a lot.
Back to top
View user's profile

Joined: Sep 26, 2016
Posts: 16

PostPosted: Thu Dec 07, 2017 10:19 pm    Post subject: Reply with quote

I suggest do an analysis to identify the root cause of the problem. If it's a software defect, open a problem and give it to development. If it's otherwise, then do otherwise. Just do whatever is the SOP of the company in these kinds of situations. I think that's a safer approach to this problem.
Back to top
View user's profile

Joined: Feb 05, 2018
Posts: 2

PostPosted: Tue Feb 06, 2018 6:15 am    Post subject: Reply with quote

Hi Zebratta,

Thank you for the question! Smile

Please take the incident historical data and do assessment to find the pattern. All the incidents occured due to users knowledge gap, prepare SOPs and give to 1st level support and ask to close the call/incident as information provided (how to).
For a technical incident where root cause is unknown, a problem ticket must be in place to find the root cause and avoid the occurrence.

Hope this will be helpful! Smile

Back to top
View user's profile
Display posts from previous:   
Post new topic   Reply to topic    ITIL Forum Index -> ITIL Discussion All times are GMT + 10 Hours
Page 1 of 1

Jump to:  
You cannot post new topics in this forum
You cannot reply to topics in this forum
You cannot edit your posts in this forum
You cannot delete your posts in this forum
You cannot vote in polls in this forum

Powered by phpBB 2.0.8 © 2001 phpBB Group
phpBB port v2.1 based on Tom Nitzschner's phpbb2.0.6 upgraded to phpBB 2.0.4 standalone was developed and tested by:
ArtificialIntel, ChatServ, mikem,
sixonetonoffun and Paul Laudanski (aka Zhen-Xjell).

Version 2.1 by Nuke Cops 2003

Forums ©


Logos/trademarks property of respective owner. Comments property of poster. Rest 2004 Itil Community for Service Management & Foundation Certification. SV
Site source copyright (c)2003, and is Free Software under the GNU / GPL licence. All Rights Are Reserved.